I purchased a 2019 Passat SE R-Line from this dealership in Nov 2018. I am an active duty Marine stationed in Quantico, so there are definitely closer dealerships, but I was able to negotiate a fair price with Fairfax VW (probably bc it was the last day of the month). So, I made the 1 hour drive to purchase the car. The sales experience was okay, nothing stellar but not horrible either.
Within a week of purchasing the car, the remote start system stopped working. I made an appt and took the car into their service department to get looked at. I waited for over 5 hours even though I had made an appt and we were never offered any type of courtesy shuttle service or a loaner vehicle. I had my 10 year old son with me and we had to walk 20 minutes down the road in heavy traffic to go get something to eat. After 5 hours of waiting, I was told it was due to a software issue and that VW was currently working on a solution. I expressed my frustration to the Service Manager, Gary Mellett and the Sales Manager (didn't get his name), and I was promised in writing that I would receive two months of car payments from the dealership for my troubles. Long story short, its now been 7 months and there is allegedly still not a solution for the "software issue." I went through the coldest months of the winter in Northern VA without a functioning remote vehicle starter, despite this being one of the main reasons for purchasing the car in the first place. Now we are getting into the hot months of summer and my car's remote start still does not work.
To add insult to injury, the dealership has become completely unresponsive to my calls for information. I have called at least once a month, speaking to a different service rep each time, who all seem oblivious to the alleged software issue. Every time I have called I have asked to speak to the Service Manager, Gary Mellett, and every time he is allegedly not available, or in a meeting. I have asked the service rep to leave a message for Gary to call me and have called Gary's direct line and left messages. To no surprise, he has never once returned my call.
Lastly, surprise, surprise, I only received one check for one month's car payment, not the two I was originally promised. Since I have it in writing and the dealership is being unresponsive, I have filed claims with VW Corporate and the Better Business Bureau. If this doesn't resolve the issue, I will seek legal action.
Bottom line: DO NOT BUY FROM THIS DEALERSHIP! They only want your money and don't care anything about you once the sale is complete and they have it. Take your business else ware.